Europcar – King Shaka International – Claims and Accusations

<p>A colleague and I were off to KZN for a business trip for a week 06 March 2017 – 10 March 2017. Upon arrival at King Shaka airport, we both proceeded to Europcar to collect our hired vehicle for the umpteenth time. Since the car was booked on my name, I entered the Europcar to collect the keys as well as complete documentation as per the normal process. Once completed, we proceed to the bay to collect the hired car. On our way, an inspector approached us and guided us to the bay where our car is parked. The inspector starts performing his assessment of the vehicle with my colleague and I. Whilst performing the inspection, my colleague pointed out a number of fine stone chips to which the inspected responded by saying and I quote “No sir Europcar will not charge for this, they only charge for dents and major scratches” however, I will mark them with dots on the inspection sheet. Although being informed of this we continue to point these out these fine chips. As we proceed with the inspection, we noticed a major scratch as well as a dent on the left back passenger door which was marked on the sheet. Upon completion, we had one last check which was the boot to ensure that the triangle and spare tyre is present and in working condition. The inspector informs us “thanks gents we done and you may take the car”. At this point no physical inspection was performed on the inside of the car by both parties nor does the inspector advise that you are not allowed to smoke in this car.</p> <p> </p> <p>So we leave and continue with the business trip. Friday 10 March 2017, we return to Europcar approximately midday to return the car. We were welcomed by the same inspector that issued the car to us. As we get off, I asked my colleague to take the assessment sheet (yellow copy) and keep it in the event of any disputes to which the inspector informs us “no, that copy stays in the car”. We offload our luggage, the inspector checks the car and says all is in order thanks. My colleague and I proceed to check in for our flights as we were slightly late due to a meeting taking longer than expected. As were passing security check point, I receive a call from a gentleman at Europcar (unfortunately did not take his name) who informs me and I quote “Sir, we found a cigarette bud on the floor by the drive side and a burn mark on the carpet as well as cigarette ash. I responded by saying impossible, yes, I smoked three times in your car but always had my hand outside of the car window. The gentleman on the phone responds “ I can bring the bud and show you”. Ok, bring the cigarette bud and come show me. We agree to meet outside the security check point. Once he arrive, I ask where the bud and was informed no there is no bud but there is ash in the car. My immediate response to this was, wait, on the call you claim to have a bud and now there isn’t? Also how can you say I burnt it as this could have been there before we used the car and was not noticed or picked up? When we took the car no physical inspection was performed on the inside by both parties. To my knowledge and experience of hired vehicles, the assessment sheet does not cover the inside of the vehicle. His response and I quote again “sorry sir if there was no ash we could not hold you accountable but since there is unfortunately we have to hold you accountable also our cars are inspected at the depot. I am not sure which depot as this is the first I have ever heard of it. I don’t think this gentleman realised the impact of these accusation and statements he made. Hearing this gentleman throw these claims and accusation sounded as if this is an opportunity to **** us. At this point, we were already late for boarding our flight and after being so livid about the claims and accusations, I with a calm mind informed the gentleman you cannot blame me for this however I will complete your report.</p> <p>Is it normal for employees at Europcar to speak to customers this way? I will not be held accountable for the above accusations and claims. I don’t think this gentleman realised the impact of these accusation and statements he made. Hearing this gentleman throw these claims and accusation sounded as if this is an opportunity to **** us. At this point, we were already late for boarding our flight and after being so livid about the claims and accusations, I with a calm mind informed the gentleman you cannot blame me for this however I will complete your report. </p> <p>Is it normal for employees at Europcar to speak to customers this way? I will not be held accountable for the above accusations and claims.</p> <p> </p> <p> </p>